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Creating a New Standard of Excellence – Six Things You Can Do

Recognizing that the time had come to replace our hot water heater, my wife called our plumber to schedule an appointment. She placed the call at about 11 a.m. When the agent asked, “Would you be available between one and three?” Lori asked, “Which day?” The agent replied “Today of course.”

Hearing a strange noise coming from our furnace, another call was placed. Again, the appointment was made and the problem was solved the same day. (Are you surprised that the furnace and the plumbing company have the same ownership?)

Earlier this week my wife had a problem with her knee and after seeing our family doctor she was referred to a knee specialist – a specialist considered one of the best in Indianapolis. When she called for an appointment, I feared the worst. Instead, she had an appointment within 24 hours.

My guess is that as you read each of these short stories. You are surprised at the service we received. The fact is, this level of service should be the norm, but sadly isn’t. Our experience has lowered the expectations of most of us.

The Good News

The good news in these examples is that it is easier than ever to stand out. When you are good, people will notice. When you are excellent, they will rave.

This goes for us personally, professionally, or as an organization.

Below are six steps that you can take to continue to raise your own standards of excellence. These steps will make it easier than ever to stand out, be noticed, and have greater levels of success and satisfaction.

What You Can Do

1. Get a current check on performance. Talk to those you served, whether your family, coworkers or Customers. Find out from them, how well you are doing in meeting their expectations. Listen to their feedback. Don’t justify your current performance or blame others. Simply listen.

2. Determine the standard they want. Again, ask your Customers or those you serve for their input. Listen to their needs, wants and hopes.
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Add Value to All You Do

While reading some very informative material recently, I found myself inspired by a concept that enables a person to soar to higher heights. The concept of adding value to everything you do, when applied to specific areas of a person’s life, can bring that person to be highly sought after by those receiving the added value. The material I was reading focused on business and what this concept will do for the success of a business. Another way of looking at this concept is in the idea of doing more than is expected, or doing more than that which you are compensated to do. When doing this a person will be “weighed” against others who do not. In comparison, the person who adds value to all he/she does will be sought after to the degree that there will be keen competition for his/her service. As a person becomes more and more recognized for doing more than he/she is compensated to do, he/she will begin receiving more and more compensation for their services.

There is an additional benefit that comes to the person who exercises this concept in his/her business; the development of that person’s strength. In nature, do you suppose the strongest trees are those that are protected from the storms and hidden from the sun? This isn’t the case. The one that stands out in the open and bears all of the winds and rain and is shone upon by the blistering sun is the tree that develops the strength to withstand the most violent weather. This also is the case for the person who goes beyond expectation to deliver added value in everything he/she does. This is the person that becomes strong enough to succeed despite the adversities that one is sure to come up against in his/her business. The fact that most people are delivering as little as they can get by with, serves as a great advantage to you when you deliver added value. One who delivers as little as he/she can, may rest assured he/she will receive the same.
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A Favorable Juncture Of Circumstances

Whenever decision-makers are willing to meet with you, you have reached a favorable juncture of circumstances. If you are then prepared to take advantage of this opportunity by building a level of trust with these individuals, there is a good chance that they will tell you enough about themselves so that you can easily recommend the appropriate package of your products and/or services that will meet their express needs.

Many top sales representatives feel that the sale is as good as closed if they can just obtain an appointment or meeting with a decision-maker. Their feeling is that their prospective customer must need their products or services or they would not be willing to set an appointment in the first place. The following checklist has been developed to help you make the most of a favorable juncture of circumstances and build the trust levels that are vital to your overall sales success:

Smile! No matter what kind of day you are having, if you will smile it will give those people you contact a feeling of acceptance. It will also help you feel better about your day. Tape a smiley-face or the word “smile” on your desk or telephone to remind you of the importance of a smile on your face and in your voice. Top sales professionals use the technique of thinking of a funny story or the latest joke they have heard just before meeting a prospective customer. Thinking about the story or joke almost assures them of having a smile on their face as they meet a decision-maker for the first time. Make sure you are smiling as you call for appointments or are conducting a sales presentation.

Shake your client’s or prospect’s hand. A warm, firm, friendly handshake goes a long way in building a trusting relationship. It tells your clients or prospects that you are a friendly person and that you are glad to see them. If your handshake is limp it can leave a negative impression. It can be equally as bad to grip someone’s hand too hard. Remember you only have one chance to make a great first impression.
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10 Things That Lead to One Great Meeting

Here are ten things that you can do to make your meetings more effective.

1) Avoid meetings. Test the importance of a meeting by asking, “What happens without it?” If your answer is, “Nothing,” then don’t call the meeting.

2) Prepare goals. These are the results you want to obtain by the end of the meeting. Write out your goals before the meetings. They should be so clear, complete, and specific that someone else could use them to lead your meeting. Also, make sure they can be achieved with available people, resources, and time. Specific goals help everyone make efficient progress toward relevant results.

3) Challenge each goal. Ask, “Is there another way to achieve this?” For example, if you want to distribute information, you may find it more efficient to phone, FAX, mail, E-mail, or visit. Realize that a meeting is a team activity. Save tasks that require a team effort for your meetings.
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